Arbitration and dispute resolution
Our arbitration agreements offer speedy and fair individual dispute resolution, but do not permit class action lawsuits or class-wide arbitration for customers who live in the United States. Class action lawsuits usually last for years. Our agreements strongly encourage Microsoft to resolve disputes informally before they get to arbitration, and our arbitration provisions are among the most generous in the country. For instance, we promptly reimburse filing fees, and, where we offer less to resolve a dispute informally than an arbitrator ultimately awards, we will pay the greater of the award or $1,000 for most software, devices, or services plus the customer’s reasonable attorney’s fees.
Send us a Notice of Dispute only if you’ve tried to get help from a customer service representative first and are unsatisfied with the resolution.
If you live in the United States and have a dispute, locate the software, device, or service in the Agreements with arbitration clauses section below. The links in that section will help you find your agreement or limited warranty, confirm it contains an arbitration clause, and follow links to forms that may be used to start the dispute resolution process or commence arbitration.
Microsoft is committed to resolving disputes fairly and efficiently. If you are unsatisfied with the resolution a customer service representative offers for your problem, you live in the United States, and your agreement contains an arbitration clause, you may notify us of your dispute by downloading and mailing the completed Notice of Dispute form (PDF) to Microsoft.
Instructions for filing an arbitration claim if you live in the United States:
- Before filing an arbitration claim, please download, fill out, and mail a Notice of Dispute form (PDF) to Microsoft. Allow 60 days to resolve your dispute informally. Use the Demand for Arbitration form only if you and Microsoft could not resolve your dispute informally within 60 days.
- If, after 60 days, you wish to file an arbitration claim, please download and fill out the Demand for Arbitration form (PDF) and keep a copy for your records.
- Mail a copy of the completed Demand for Arbitration form and your check or money order for $200 to American Arbitration Association, Case Filing Services, 1101 Laurel Oak Road, Suite 100, Voorhees, NJ 08043. Make your check or money order payable to American Arbitration Association. Please consult the AAA Consumer Arbitration Rules for more information. You can find them at www.adr.org or by calling the AAA at (800) 778-7879.
- Please copy (or download and print) and mail to AAA (with the completed Demand for Arbitration form and your check) your agreement with an arbitration clause (for example, Microsoft Services Agreement (for Xbox Live and most Microsoft services), Manufacturer’s Limited Hardware Warranty & Agreement (for Xbox, Surface, mice, keyboards, cameras, and most Microsoft hardware), Microsoft Software License Terms Windows Operating System, etc.). If you don’t have your agreement, you can find most at the Agreements with arbitration clauses section below.
- Mail a copy of the completed Demand for Arbitration form, a copy of your Microsoft agreement, and a copy of your check or money order to Microsoft Corporation, CELA Arbitration, One Microsoft Way, Redmond, WA 98052-6399. Upon receipt, Microsoft will reimburse you for your $200 filing fee if your claim is for $75,000 or less.
Agreements with arbitration clauses
Select your Microsoft software, device, or service for information on where to find the agreements that include arbitration clauses.
- Bethesda Game Studios games and services
- Games published by Microsoft (Xbox, Windows, MSN, etc.) – view the Microsoft Terms of Sale for more arbitration terms
- Maps App
- Mice, keyboards, cameras, and other PC accessories
- Microsoft 365 (formerly Office 365)
- Microsoft account
- Microsoft Advertising (formerly Bing ads)
- Microsoft Device Service (PDF)
- Microsoft Family
- Microsoft Health
- Microsoft Movies & TV
- Microsoft Store
- Microsoft Teams
- Microsoft Translator
- Minecraft games – view the Microsoft Terms of Sale for more arbitration terms
- Minecraft Realms
- Mojang account opened on December 1, 2020 or later
- Mojang account opened before December 1, 2020
- Office 2016 or Office 2019
- Outlook.com (formerly Microsoft Hotmail)
- Windows 8 or Windows 8.1 – view More Terms Governing Arbitration Procedures, Fees, and Incentives for more arbitration terms
- Windows 10
- Xbox consoles, controllers, and other accessories
- Xbox Game Pass
- Xbox Live
- ZeniMax Online Studios games and services
- Other Microsoft Services – if in the Microsoft Services Agreement’s Covered Services List then the Microsoft Services Agreement applies
If you believe your Microsoft software, device, or service has an arbitration agreement but you cannot locate the agreement in the above list, you may still submit a Notice of Dispute form (PDF). We will tell you if no arbitration agreement applies.